Technical Support Analyst II

The Technical Support Analyst II provides onsite IT support including installation, troubleshooting, and repair of software and equipment. The role involves solving routine to moderately complex technical problems, supporting 24x7 operations, and providing guidance to Red Cross volunteers.

Responsibilities

• Install, troubleshoot, and repair software and/or equipment.
• Solve user's routine to moderately complex problems with network or applications software.
• Support 24x7 operations for internal and external users.
• Provide support, development and/or leadership guidance to all Red Cross volunteers.
• Respond to technical and/or user problems utilizing technical knowledge to troubleshoot and resolve issues.
• Provide escalated technical support for complex issues as needed.
• Review records and document reports of malfunctions, issues and maintenance as well as organizational, procedural, and workflow plans and methods.
• Review, analyze, and evaluate technology and systems operations and provide recommendations to improve efficiency and utilization.
• Prepare metrics, activity and progress reports regarding projects, tasks, and operations.
• Adhere to standard operations and policies.
• Ensure compliance with negotiated service level agreements.

Requirements

• Bachelor's degree required or equivalent combination of education and related experience required.
• Information Systems, Computer Science, or related field preferred.
• Minimum 2 years of related experience or equivalent combination of education and related experience required.
• Effective verbal and written communication skills.
• Ability to apply technical expertise to resolve problems.
• Ability to effectively prioritize and execute tasks efficiently.
• Ability to work on a team.

Skills

• Technical Support
• IT Troubleshooting Support
• Software Installation
• Hardware Repair
• Problem Resolution
• 24x7 IT Support
• Technical Guidance
• Task Prioritization
• Verbal Communication
• Written Communication

Languages

English